Hybrid Technical Specialist -- Microsoft 365, Applications & Technology

Job Description

Job Description

Technical Specialist — Microsoft 365, Applications & Technology Innovation

Position Overview

The Technical Specialist is a senior technical resource on a six-person Innovation & Technology team responsible for technology administration, critical business applications, projects, innovation, and day-to-day technology operations.

This is not a front-line helpdesk role. The Technical Specialist serves as a Tier 2/3 escalation resource , providing advanced troubleshooting and administration for Microsoft 365, Windows, enterprise applications, and related technologies.

This role is ideal for an experienced technical professional who is ready to move beyond high-volume helpdesk support and take greater ownership of technology platforms, applications, projects, and innovation initiatives.

The successful candidate will be adaptable, personable, technically curious, self-directed, and comfortable working with limited direction.

Key Responsibilities

Microsoft 365 & Advanced Technical Support

• Provide Tier 2/3 escalation support for complex Microsoft 365 and end-user application issues.
• Administer Microsoft 365 services, user accounts, permissions, access, configurations, and application settings.
• Troubleshoot complex issues involving Microsoft 365, Windows, browsers, authentication, permissions, and enterprise applications.
• Identify recurring issues and recommend improvements to system reliability and user experience.
• Partner with the front-line helpdesk by providing advanced troubleshooting and technical guidance.
• Support Microsoft 365 upgrades, changes, migrations, and ongoing optimization.

Enterprise Applications & Systems

• Provide expert technical support and administration for critical business applications.
• Manage application users, permissions, access, configurations, and operational requirements.
• Troubleshoot application compatibility, integration, performance, and reliability issues.
• Work with vendors and internal teams to resolve complex technical problems.
• Maintain clear documentation of issues, configurations, troubleshooting procedures, and resolutions.
• Perform advanced Windows administration and troubleshooting, including operating systems, applications, processes, services, and endpoint technologies.
• Utilize PowerShell and other administrative tools to troubleshoot, automate, and improve processes.
• Support MDM/MAM technologies as needed.

Technology Innovation & Projects

• Research, evaluate, pilot, and recommend emerging technologies.
• Participate in technology implementations, rollouts, upgrades, integrations, and retirements.
• Support technologies throughout their lifecycle from evaluation and implementation through maintenance and retirement.
• Contribute to and lead technology innovation initiatives and projects.
• Identify opportunities to improve processes, automate work, and enhance the employee technology experience.
• Provide technical recommendations to business leaders and stakeholders.

Collaboration & Operations

• Collaborate with the front-line helpdesk, business teams, vendors, and technology stakeholders.
• Translate complex technical concepts into clear language for non-technical audiences.
• Manage priorities independently and move projects forward without step-by-step direction.
• Maintain technical documentation, procedures, and knowledge resources.
• Provide technical mentoring and support to other technology team members.
• Participate in after-hours or weekend support when required for critical projects or technology issues.

Required Qualifications & Experience

• 5+ years of IT, desktop support, technical support, systems support, or related experience.
• Demonstrated Tier 2/3 escalation troubleshooting experience.
• Strong hands-on Microsoft 365 administration and support experience.
• Strong enterprise end-user application support experience.
• Advanced Windows troubleshooting and administration skills.
• Experience with user accounts, permissions, access management, software configuration, and application troubleshooting.
• Experience with IT service management/ticketing platforms.
• Ability to independently diagnose complex technical issues and determine appropriate solutions.
• Strong analytical, problem-solving, documentation, communication, and organizational skills.
• Ability to work effectively with limited supervision and adapt to changing priorities.

Preferred Qualifications

• Microsoft 365 certifications.
• PowerShell experience.
• Microsoft Entra ID/Azure AD and identity/access management experience.
• MDM/MAM experience.
• Enterprise application administration experience.
• Experience evaluating, piloting, implementing, and retiring technologies.
• A+ and/or Network+ certification or equivalent experience.
• Bachelor's degree in Information Technology, Computer Science, or related field.

Work Environment

Hybrid: Typically 1–2 days onsite per week as business needs require; there is no fixed weekly onsite schedule.

This position offers an opportunity for a senior technical professional to move beyond front-line support and focus on complex escalations, Microsoft 365 administration, enterprise applications, technology projects, innovation, and long-term technology improvements.